As per the previous thread, I have been waiting patiently for my return pouch for the old livebox as my account was cancelled last month.
However, today I received an email on my old POP3 account (which still appears to be active). 'We sent your broadband equipment (order no. xxx-yyyyyyy) on 6/5/08'...
WHAT!
I was straight on the phone to them. After putting me on hold whilst they spoke to their logistics department, they came back to announce:
'The order was sent out today. It comprises your return pouch...... and a further wireless router'. NOOOOOOOOO
As you can imagine I was not best pleased at this, particularly as they confirmed that the account was closed. They were completely unable to give me a reason, except that the 'logistics' department had been told to send one out. No information about by whom or why.
I am particularly suspicious as the reference number for this 'order' seems to include a new customer number (the -yyyyyyy bit of the order code).
It gets worse.
I then asked them to immediately speak to their logistics department to prevent the consignment leaving. Not possible.
I phoned up Home Delivery Networks and quoted the consignment number supplied. They confirmed they had not even picked it up from Orange.
So I phoned Orange back again with this information, and a request that I speak directly to someone in their logistics department. Put on hold. Then get answered by another operator and have to go through the whole story again.
Insist on speaking to someone in Rotherham. Not possible (What! They had just been speaking to the department directly themselves! Of course it was possible. I was clearly banging my head against a brick wall, and they as much admitted that India is just not permitted to put any customers through to anyone in Rotherham who has any sort of authority.
I then asked to make a complain. 'Sorry we do not accept complaints'
That sums up Orange Customer 'Service' - India is just a convenient means to prevent pesky customers from being able to speak to anyone who is actually able to action anything.
But this is not the end of the story. When I got home I re-read the email, and noted the bit that said....
If you need any help with this order, give us a call on 0844 873 8586* between 7.00am and 11.00pm, from Monday to Friday, or you could just reply to this email.
Great - a way around the roadblock.
Don't bet on it. Just after replying with a strongly worded email I get the following on my inbox:
Delivery failure (customerservice@orange.co.uk)
Your message has encountered delivery problems
to the following recipient(s):
I was hoping to give Orange the benefit of the doubt, and possibly consider further custom as I hadn't had any account problems up until now. Now, no such chance. Orange have just confirmed why people are leaving in droves - their total unwillingness to sort out their customer service.
Have just moved to o2 (now Sky), and the customer service is absolutely fantastic. It's when you encounter what good service is all about that you realise just how bad Orange have got. There is no hope for them.
I will be refusing to accept tomorrows delivery, but I am sure this is not the end of it. Stand by for an epic saga I feel......
I cancelled my Orange broadband a couple of months back after moving to Sky.
Today I noticed an email which I think is similar to yours. I couldn't work out whether it was a fake email or not!
If they send me another routher I will be fuming. Orange Broadband customer service is an absolute joke.
Believe me - it's not a fake (despite the typo). The call centre staff confirmed that the reference number related to a real order that was 'on the way'.
Click on the HDN link in the email tomorrow morning and it'll probably confirm the bad news
Last edited by Colin_London on Tue May 06, 2008 9:46 pm; edited 1 time in total
I really hope that the "order" is just a returns bag to send my old router back.
The other weird thing is that after my account officially closed (I had to chase this up as they were still billing me after moving to Sky) I couldn't log into my account - now I seem to be able to log in to some kind of "pay as you go" account - what's all that about??
I really hope that the "order" is just a returns bag to send my old router back.
The other weird thing is that after my account officially closed (I had to chase this up as they were still billing me after moving to Sky) I couldn't log into my account - now I seem to be able to log in to some kind of "pay as you go" account - what's all that about??
The Pay as you Go thing is normal IIRC. Basically you can still use the email account for 7 months, and get Pay as you Go Dial up service using your old login details. You have to use the dial up at least once every 7 months to retain the account, or actively opt to retrieve your account after that period within a 40 day period.
My account still isn't shown as a 'Pay as you go' account, and I just get an error when trying to login.
As for the contents of the box, I too was hoping it was just the return envelope. However, the 'assistant' checked with logistics and unfortunately it is a router as well
Maybe they don't have any space left in the warehouse due to all the returns and are trying to dispose of them without paying the WEEE disposal charges??
I really hope that the "order" is just a returns bag to send my old router back.
The other weird thing is that after my account officially closed (I had to chase this up as they were still billing me after moving to Sky) I couldn't log into my account - now I seem to be able to log in to some kind of "pay as you go" account - what's all that about??
The Pay as you Go thing is normal IIRC. Basically you can still use the email account for 7 months, and get Pay as you Go Dial up service using your old login details. You have to use the dial up at least once every 7 months to retain the account, or actively opt to retrieve your account after that period within a 40 day period.
My account still isn't shown as a 'Pay as you go' account, and I just get an error when trying to login.
As for the contents of the box, I too was hoping it was just the return envelope. However, the 'assistant' checked with logistics and unfortunately it is a router as well
Maybe they don't have any space left in the warehouse due to all the returns and are trying to dispose of them without paying the WEEE disposal charges??
Yeah I got an error logging in for a while, probably over a month since switching to Sky before it let me log in as Pay As You Go.
So, if I don't access that account or use my email account for over 7 months, will the webmail service I have also close down? I want to close that stupid webmail account (it's 99.9% spam) but can't find any way of closing it down!
I return home from work today to find my return pouch.... and the dreaded "we tried to deliver a parcel" card. Yep, they must have tried to deliver a new router gggrrrhhh!!!
I rang customer services using the number in the "order confirmation" email, and the indian lady kept telling me to "put the equipment in the bag and return it".
After going round in circles she said she could see that another order was on the system and was on its way to me, admitting it must be an error becuase she could see my account was closed. She then kept saying to "put the equipment in the bag and return it".
I said that would be fine for the old box i've had for 18 months, but what about the new one that you've sent me - I said "shall I put both Livebox's in the same bag" to which she replied "yes put the equipment in the bag and return it"
Anyway, moving swiftly on... my plan is to return the original box as requested in the letter that was in the envelope the returns pouch came in (note that I was never told when cancelling the contract that I would need to return the equipment - lucky for me I kept it - i've just read a post elsewhere that some unlucky person has already disposed of their equipemtn and potentially face a £100 charge!). I will NOT be going out of my way to arrange a delivery of the new Livebox - at the end of the day I work all week, and I am NOT driving to a depot to pick it up, just to then take it to a Post Office to return it. As far as I'm concerned it can sit at the depot until they return it back to Orange. Effectively I am refusing delivery, as it is not really meant for me now is it
If Orange then start chasing me for the new router, then I will just ask them to take me to the court 'cos I never even ordered the damn thing - i'm sure the court will laugh in their face at their incompetence.
I left a big note on my door this morning telling the driver from Home Delivery Networks that 'Consignment xxxxx is refused as unsolicited goods. Return to sender'. I also phoned them up today as extra confirmation.
No probs - the package has indeed been taken back to the depot and the website records it as refused.
However, today in the ROYAL MAIL I, like you, got the return pouch. So clearly Orange don't need to use HDNL to send out pouchs at all - they use the normal post! All this rubbish I got from 'customer care' was just that - there were not 'two boxes, one for the pouch and one for the new router' at all.
That should be that. But guess what.....
About 2pm this afternoon - email from Orange. 'We have despatched your broadband equipment'.
I AM GOBSMACKED!
Yes, ANOTHER ROUTER is winging its way to me via HDNL tomorrow. I'm going to have to go through all this cr*p again.
What the heck is going on. Is this just a balls up, or are Orange trying to con ex customers by offloading routers on to them in the hope that they can bill them £100 a pop if they don't get returned?!
I am now printing out ANOTHER notice for my door for tomorrow.
[EDIT: Have just noticed that the email is slightly different. Clicking on the link this time shows that it is a First Class Royal Mail delivery so probably just another return pouch. Sorry for going off on one - my blood pressure was through the roof at the prospect of more Liveboxes raining down on me ]
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Thats gotta be harassment surely, there sign up is dwindling apparently (not suprised considering their rapid deteriation of reputation) perhaps doing this to people keeps them on their books to falsely boost figures, i would put nothing past these idiots.
_________________ ex Freeserve/Wanadoo/Orange Blog
Thats gotta be harassment surely, there sign up is dwindling apparently (not suprised considering their rapid deteriation of reputation) perhaps doing this to people keeps them on their books to falsely boost figures, i would put nothing past these idiots.
As a slight side note....
I was just thinking to myself (at a time when multiple Liveboxes appear to be coming our way even though we are no longer customers and we haven't requested the damn things) when I was half way through my contarct and my Livebox failed, it took about 17 phone calls and 5 weeks before they would send me a replacement lol!
I guess Orange are just 100% backwards. If you don't want something they send you 5 of 'em, if you do want something you simply aint getting one! Good customer service that is I reckon
If you don't want something they send you 5 of 'em, if you do want something you simply aint getting one! Good customer service that is I reckon
About a year ago a poster on here made a comment that Orange did not seem to be in control of their systems.......once that disease gets into a company, it spreads very quickly from the bottom to the top.
But the top are so far removed that they don't even recognise it's happening.
Just checked the order tracker and it seems they delivered the new router to my neighbor - I guess I should have put a note on the door like you did!
Now I've got to arrange returning two flaming routers. Should I wait untll a 2nd returns bag arrives or should I send them both in the same one?
My fear of sending them both in one bag is I will only have 1 proof of sending equipment, so they could say they only received one back.
If I ring CS again I think I will go insane - and what's the betting they will send yet another flaming router if I ring them up again!!!!!!!!!!!!!
That's HDNL for you My previous experience of them leaving packages under my car in the drive meant that I was determined to make sure they didn't try a trick like that again.
My second 'dispatch of broadband equipment' was only a pouch in the Royal Mail, so hopefully they won't make the same mistake again with you.
Comparison of the two bags I have received shows a different bar code on each one. I'm guessing the bar code will associate the bag with you, and they just zap each package as it comes back into the warehouse, assuming one return per bag. Therefore I wouldn't risk putting two liveboxes in one bag as it's certain to foul up their logistics.
My original livebox is now in its bag ready to go to the Post Office tomorrow.
I canceled our Orange contract and migrated to o2 (now Sky) in February. After some hassle of Orange still billing us it was agreed last month I had migrated and I would be refunded the overcharge. Today a bloody livebox turned up! Included is a letter saying welcome to home starter... If I login online it says I'm on Pay as you go so it seems Orange billing don't think I have broadband so what on earth is going on here?
I phoned to complain and was told they couldn't explain what happened but would set an envelope to return it. Why should I - I mean I didn't ask for it and it doesn't seem Orange even know I have it!?!
I canceled our Orange contract and migrated to o2 (now Sky) in February. After some hassle of Orange still billing us it was agreed last month I had migrated and I would be refunded the overcharge. Today a bloody livebox turned up! Included is a letter saying welcome to home starter... If I login online it says I'm on Pay as you go so it seems Orange billing don't think I have broadband so what on earth is going on here?
I phoned to complain and was told they couldn't explain what happened but would set an envelope to return it. Why should I - I mean I didn't ask for it and it doesn't seem Orange even know I have it!?!
My situation is exactly the same "Welcom to Home Starter" said the letter he ha!
It seems they have sent quite a few out by mistake, what a **** up!
I have 1 returns envelope for my old router - I am sending it back at the weekend. Unless they send me another envelope for the additional router they sent me then they'll be waiting a very long time.
I cancelled my DD, and to be fair they did pay the £3 credit into my account this month which they owed me.
What it does mena is they have no way of taking money off me, so they can;t add any new charges for something I never bleedin' ordered in the first place. I'm tempted (if they chase it up for the new router) to tell them that I am not going out of my way for them, and if they want it back then they can sebnd a courier to my workplace to pick it up - afterall, they merss us aroound enough so why not?
I was an Orange Mobile contarct user for the last 10 years too and i've cancelled that 'cos their customer service for phones is almost as bad as their broadband
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